Brussels, MINA — BNP Paribas Fortis, Belgium’s largest bank, plans to reduce its workforce by approximately 1,000 positions over the next three years as it expands the use of artificial intelligence (AI) and digital technologies, according to CEO Michael Anseeuw.
Anseeuw said the bank intends to hire fewer employees than the number leaving its commercial division, as AI increasingly takes over routine customer-service tasks.
He pointed to the customer-service chatbot introduced last year as an example of how AI is reshaping banking operations.
“Customers can already do many things through the app. However, they sometimes still want to speak directly with a banker. A large share of those interactions can now be handled by bots,” Anseeuw said, as quoted by on Tuesday (June 2).
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The bank receives millions of customer inquiries each year, particularly regarding bank cards. In 2025 alone, BNP Paribas Fortis handled around 8.6 million card-related inquiries. By 2028, the bank aims for approximately 7 million of those interactions to be managed through AI-powered chatbots.
According to Anseeuw, the shift will reduce the need to replace every employee who leaves customer-service and call-center roles.
Last year, around 500 employees left the bank, while only 330 new staff members were hired.
Looking ahead, Anseeuw said continued investment in AI would allow the bank to replace only 75 to 80 percent of departing employees, reflecting a broader transformation underway across the financial sector as institutions increasingly automate routine operations.
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The announcement highlights the growing impact of artificial intelligence on employment in banking, where digital tools are being adopted to improve efficiency, reduce costs, and streamline customer support services.[]
Mi’raj News Agency (MINA)
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